Abstract:

Objective To investigate the evaluation on medical service of tertiary class A hospitals in Shanghai from interns. Methods Cluster random sampling was adopted to select 565 interns from 7 tertiary class A hospitals in Shanghai, and questionnaire survey was conducted on their evaluation on trust, satisfaction and behavior of medical service in these hospitals. The evaluation was quantified with a scale, and the result was compared with that from 462 patients on medical service of a tertiary class A hospital in Shanghai. Results A total of 456 questionnaires were recovered, with the recovery rate of 91.2%. There was no significant difference in trust and satisfaction between interns from different regions and of different genders (P>0.05). There were significant differences in trust and satisfaction between interns and patients (P<0.05). The score of trust was significantly higher than that of satisfaction in interns (P<0.05), while the score of trust was significantly lower than that of satisfaction in patients (P<0.05). The value of difference in general trust and interpersonal trust between interns and patients was higher than that of difference in satisfaction between interns and patients. There were significant differences in general trust, interpersonal trust and satisfaction among different behaviors of interns (P<0.05). Compared with patients, interns were more likely to recommend doctors, follow prescription, not to change doctors and not to ask for a second diagnosis (P<0.05). Conclusion There is no significant difference in evaluation on medical service between interns of different genders and from different regions. Compared with patients, interns are more likely to trust doctors. It is optimal to evaluate medical service from aspects of trust and satisfaction.

Key words: physician-patient relationship, intern, general trust, interpersonal trust, satisfaction